Front Office Supervisor at Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group; Abu Dhabi; On-site; AED 112,000 - 201,000; Full time

Benefits offered by this job

MOstay complimentary nights

Health & Wellness benefits

Retirement plans

Job summary

Emirates Palace Mandarin Oriental, Abu Dhabi is seeking a Front Office Supervisor to lead the reception team and ensure exceptional guest service at our luxury property. This on-site role in Abu Dhabi requires a proactive leader who maintains the highest standards of hospitality.

Based in Abu Dhabi, you will supervise daily front desk operations, mentor colleagues, handle guest requests, and liaise with other departments to create personalised stays that delight our guests.

Qualifications

• Previous experience in the Front Office role at a luxury property is preferred.
• Excellent interpersonal and communication skills for guest interactions.
• Dynamic, energetic, and fluent in English; additional languages are a plus.

Responsibilities

• Supervise day-to-day reception operations and VIP room assignments.
• Train new staff and conduct on‑the‑job training to uphold service standards.
• Address guest requests and handle complaints with professionalism.
• Coordinate with departments to ensure accurate guest info and preferences.
• Oversee cashier activities and maintain accurate handover reports at shift end.
• Stay informed about hotel products and local/travel information for guests.

Job description

Full time on site position offers great opportunities for career growth.

Location: Abu Dhabi, AZ, AE.

Company Overview

Emirates Palace Mandarin Oriental, Abu Dhabi is looking for a Front Office Supervisor to join our Front Office team. Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences. Emirates Palace Mandarin Oriental, Abu Dhabi is the definition of an unrivalled Arabian fantasy. From a 1.3km pristine private beach, landscaped pools and a private marina overlooking a natural bay, the hotel is located in the heart of Abu Dhabi and perfect for a once-in-a-lifetime holiday or for events and meetings that make a statement, with some of the city’s largest hotel conference centres. Emirates Palace, Abu Dhabi offers award-winning 5-star luxury hospitality and authentic local experiences with 390 luxurious rooms and suites along with award-winning culinary cuisines.

About the job

Based at the Emirates palace Mandarin Oriental, Abu Dhabi within the Front Office Department, the Front Office Supervisor is responsible for supervising the operations at the reception to ensure that the highest and exceptional services are given to all guests. The Front Office Supervisor reports to the Front Office Manager.

Key Responsibilities

• Plan and supervise the day-to-day operations of the reception section which are related to the arrival and departure of guests, including room sales, the room assignments of VIPs, Groups, and Crews, and room registrations
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed to ensure clients’ satisfaction and adherence to service standards
• Carry out training for new employees and on-the-job training
• Motivates staff to bring out excellent performance
• Handles guest requests and complaints in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure customer satisfaction and maintain a record of all complaints received from all guests.
• Follow up when necessary
• Liaise and coordinate with various departments to ensure all information on guests is accurate such as rate, room type, billing, and guest requests, and oversee that guests’ specific requirements are addressed in an efficient manner
• Keep abreast of hotel products and services as well as tourist and business travel information that may be of any interest to our guests
• Constant training of subordinates
• Supervise all cashier work of subordinates
• Update all on the loyalty program
• At the end of the shift, do handover reporting guest complaints, unusual situations, and incidents that need follow-up, to ensure efficiency in the operation
• Accomplish a set of administrative duties such as briefing, producing, reviewing, and writing reports and other specific duties related to the job function

Expectations

• Previous experience in the same role in luxury property, resort experience will be an advantage
• Excellent interpersonal and communication skills, problem solving, customer service and professional attitude
• Dynamic and energetic English – written and verbal, additional language will be an advantage

Benefits

• MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness.
• Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Our commitment to you Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously. MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones. Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally. Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role. We’re Fans. Are you?